One patient who did not wish to be named, told Somerset Live: "A few beeps and the call cut off which has never happened before. I used to get put into a queue a few months ago.

"It was extremely frustrating and when I finally got through to someone on a different line, they brushed it off and implied it was normal and next time to just keep trying which I had already done several times.

"When I have called before, I had always been put into a queue so I at least knew I was going to get through to someone at some point. Being cut off and having such a lack of communication in this day and age is unusual especially for a doctor's surgery."

The system has been criticised by some patients. (Image: Getty)

Dr Rob Taylor from Frome Medical Practice said: “We have always listened carefully to what our patients tell us, both face to face in surgery and more formally via the practice’s own patient group (the PPG).

"By the beginning of last year, it was quite clear that what our patients were telling us was that the appointments system then in operation was no longer fit for purpose, with patients often having to wait weeks for an appointment to see their doctor. We agreed with our patients.

“After a great deal of research and planning, including a public meeting with our patients, the new appointments system Patient Connect was launched on the 15 November.

"The aim of this system was to ensure that we used our limited resources better, directing our patients to the right care with the right care professional. Often, this now means that patients can see their GP on the same day.

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“The feedback from many of our patients to the introduction of Patient Connect has been positive. However, we also fully take on board the fact that the experiences of other patients has not been as positive. We accept this.

“Patient Connect is still in its infancy. We shall continue to listen to what our patients are telling us and we are already responding accordingly. With regards to the point raised of having to wait on the phone, new additional telephone lines are about to be installed. Your readers should also know that we are actively recruiting more GPs and Nurse Practitioners.

"We have already started our review of the performance of Patient Connect, which will include speaking directly with our patients as well as listening to what our patient group tells us.

“Since the launch of Patient Connect we have had to deal with one of the most serious ‘flu seasons’ for many years. In addition, we have had to cope with high levels of sickness in our own delivery team. This has meant that we have had no option but to prioritise the most urgent of cases. All this has been happening at a time of unprecedented financial and professional pressures on general practice.

“The most recent Care Quality Commission report rated this practice as ‘Outstanding’. We also have a reputation for listening to what our patients have to say.”

What do you think about the practice? Get in touch using James.Somper@localworld.co.uk

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